Analysis of Factors Influencing The Loyalty of Online Transportation Users in Indonesia
Abstract
The main objective of the research is to analyze the effect of e-service quality, price and consumer trust on the loyalty of online transportation users. The research method uses quantitative research. Based on the results of data analysis, e-service quality, price and consumer trust have a positive and significant effect on the loyalty of online transportation users. The implications of this research confirms that efforts to provide satisfactory user experience, fast and efficient service, good communication, qualified drivers, effective problem solving, and create a good reputation, online transportation platforms can strengthen user loyalty.
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References
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Gitau, L., & Nzuki, D. (2014). Analysis of Determinants of M-Commerce Adoption by Online Consumers. International Journal of Business, Humanities and Technology, 4(3), 88–94.
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Lady, L., & Novita, N. (2023). Analysis of The Effect of E-Service Quality on Customer E-Loyalty Through Customer Satisfaction in Using Online Transportation Applications. Management Studies and Entrepreneurship Journal, 4(2), 932–943.
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of Mediation Effect of Consumer Satisfaction on The Effect of Service Quality, Price, and Consumer Trust on Consumer Loyalty. International Journal Of Scientific & Technology Research, 8(8), 421–428. www.ijstr.org
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Puriwat, W., & Tripopsakul, S. (2017). The Impact of E-Service Quality on Customer Satisfaction and Loyalty in Mobile Banking Usage: Case Study of Thailand. Polish Journal of Management Studies, 15(2), 183–193. https://doi.org/10.17512/pjms.2017.15. 2.17
Putri, D. E., Sinaga, O. S., Agustina, S. S., Silitonga, H. P., & Sudirman, A. (2020). Minat Kunjungan Ulang Pasien yang Ditinjau dari Aspek Persepsi dan Kepercayaan pada Klinik Vita Medistra Pematangsiantar. Inovbiz: Jurnal Inovasi Bisnis 8, 8(1), 41–46. https://doi. org/10.35314/inovbiz.v8i1.1276
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Rivai, A. K., Suneni, & Febrilia, I. (2019). Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Kepuasan Konsumen Pengguna Transportasi Ojek Online Grab. Riset Manajemen Sains Indonesia (JRMSI), 10(1), 204–225. http://doi.org/10.21009/JRMSI
Saputra, W., Rum, G. S., & Joko. P. A. (2020). Online Transportation Workers in Palembang City: Context and Characteristics. IOP Conference Series: Earth and Environmental Science, 451(1), 1–9. https://doi.org/10.1088/1755-1315/451/1/012100
Septiani, R., Handayani, P. W., & Azzahro, F. (2017). An Empirical Examination of Factors Affecting The Behavioral Intention to Use Online Transportation Service: Case Study of Grab. International Conference on Advanced Computer Science and Information Systems, ICACSIS 2017. https://doi.org/10.1109/ICACSIS.2017.8355017
Sianipar, G. J. (2019). Transportasi Ojek Online (Studi pada Pelanggan GrabBike di Kota Medan). Jurnal Manajemen dan Bisnis (JMB), 19, 183–196.
Sinaga, O. S., Putri, D. E., Banjarnahor, A. R., Halim, F., Sudirman, A., Ilmu, T., Sultan, E., & Utara, S. (2020). Mampukah Citra Merek, Fasilitas, dan Kepercayaan Meningkatkan Kepuasan Pengunjung Taman Hewan Kota Pematangsiantar. Inovbiz: Jurnal Inovasi Bisnis, 8(1), 151–157. https://doi.org/10.35314/inovbiz.v8i2.1447
Sudirman, A., Efendi, E., & Harini, S. (2020). Kontribusi Harga dan Kepercayaan Konsumen untuk Membentuk Kepuasan Pengguna Transportasi Berbasis Aplikasi. Journal of Business and Banking, 9(2), 323–335. https://doi.org/10.14414/jbb.v9i2.2078
Sudirman, A., Halim, F., & Pinem, R. J. (2020). Kepercayaan sebagai Pemediasi Dampak Citra Merek dan Harga terhadap Kepuasan Konsumen Gojek. Jurnal Pemasaran Kompetitif, 3(3), 66–76. http://www.openjournal.unpam.ac.id/index.php/JPK
Sudirman, A., Halim, F., Sinaga, O. S., & Marpaung, F. K. (2021). Reflection on Customer Satisfaction Using The Jaket Application in Terms of Aspects of E-Service Quality, Price, and Brand Awareness. Targe: Jurnal Manajemen dan Bisnis, 3(1), 37–48. https://doi.org /10.30812/target.v3i1.1082
Sudirman, A., Sherly, Butarbutar, M., Nababan, S. T., & Puspitasari, D. (2020). Loyalitas Pelanggan Pengguna Gojek Ditinjau dari Aspek Kualitas Pelayanan dan Kepuasan Konsumen. Procuration: Jurnal Ilmiah Manajemen, 8(1), 63–73. https://www.ejournal.p elitaindonesia.ac.id/ojs32/index.php/PROCURATIO/article/view/598
Sukirno, S., Aulawi, H., & Widiawati, K. (2019). E-Service Quality Ojek Online terhadap Customer Retension. IKRA-ITH HUMANIORA: Jurnal Sosial dan Humaniora, 3(1), 30–38. https://journals.upi-yai.ac.id/index.php/ikraith-humaniora/article/view/372
Sutisna, M., & Gaffar, M. R. (2020). Eksplorasi Faktor yang Mempengaruhi Loyalitas Konsumen Ojek Online. Jurnal Sekretaris & Administrasi Bisnis, 4(1), 42-55. https://doi .org/10.31104/jsab.v4i1.164
Welly, Y., Supitriyani, S., Yusnaini, Y., & Sudirman, A. (2020). Factors of Using Non-Cash Payments to The Consumption Level of Students in Pematangsiantar City. Jurnal Bisnis dan Manajemen, 7(1), 61–68. https://doi.org/10.26905/jbm.v7i1.4041
Anggraeni, P. T. (2023). Pengaruh E-Service Quality terhadap E-Loyalty yang Dimediasi oleh Variabel E-Satisfaction pada Pengguna Traveloka. Portofolio: Jurnal Manajemen dan Bisnis, 2(1), 173–180. http://www.ufrgs.br/actavet/31-1/artigo552.pdf
Aprileny, I., Rochim, A., & Emarawati, J. A. (2022). Pengaruh Kualitas Pelayanan, Harga, dan Kepercayaan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Jurnal STEI Ekonomi, 31(02), 60–77. https://doi.org/10.36406/jemi.v31i02.545
Bakhtiar, F., Farild, M., & Wahyudi. (2022). Pengaruh Harga dan Promosi terhadap Loyalitas Transportasi Ojek Online. Study of Scientific and Behavioral Management (SSBM), 3(1), 56–67. Retrieved from https://journal3.uin-al auddin.ac.id/index.php/ssbm/article/view /27443
Bandawaty, E., Huriyati, R., & Dirgantari, P. D. (2020). Pengaruh Brand Image dan E-Service Quality terhadap Customer Satisfaction Bentuk Inovasi Pemasaran Bukalapak. Jurnal Bisnis dan Manajemen, 7(1), 81–86. https://doi.org/10.26905/jbm.v7i1.3888
Basoeky, U., Panggabean, S., Manu, G. A., Wardhana, A., Hoeronis, I., Adnan, Y., Maisarah, & Sudirman, A. (2021). Pemanfaatan Teknologi Digital: dalam Berbagai Aspek Kehidupan Masyarakat. Media Sains Indonesia.
Berliana, M., & Zulestiana, D. A. (2020). Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia. REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer), 4(2), 223-229. https://doi.org/10.33395/remik.v4i2. 10532
Butarbutar, N., Grace, E., Putra, L. A., Loist, C., & Sudirman, A. (2022). Behavioral Intention Constituent Analysis of QRIS Digital Payment Tools in MSMEs in Pematangsiantar City. Ideas: Jurnal Pendidikan, Sosial, dan Budaya, 8(4), 1537–1546. https://doi.org/10.32884 /ideas.v8i4.1023
Chou, P. F., Lu, C. S., & Chang, Y. H. (2014). Effects of Service Quality and Customer Satisfaction on Customer Loyalty in High-Speed Rail Services in Taiwan. Transportmetrica A: Transport Science, 10(10), 917–945. https://doi.org/10.1080/23249 935.2014.915247
Destrina, A. A., & Dermawan, R. (2023). Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Pelanggan Gocar di Kota Surabaya. Management Studies and Entrepreneurship Journal, 4(3), 2639–2646. https://doi.org/10.37385/msej.v4i3.2130
Farisi, S., & Siregar, Q. R. (2020). Pengaruh Harga dan Promosi terhadap Loyalitas Pelanggan Pengguna Jasa Transportasi Online di Kota Medan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(1), 148–159. https://doi.org/10.30596/maneggio.v3i1.4941
Fathiyah, M. S. (2020). Gojek: The New Face of Transportation in The Digital Age. Palakka Media and Islamic Communication, 1(1), 36–51. http://dx.doi.org/10.30863/pal akka.v1i1.702
Ghozali, I. (2016). Aplikasi Analisis Multivariate Program IBM SPSS 23. Badan Penerbit Universitas Diponegoro.
Gitau, L., & Nzuki, D. (2014). Analysis of Determinants of M-Commerce Adoption by Online Consumers. International Journal of Business, Humanities and Technology, 4(3), 88–94.
Hair, J. F. (2014). Multivariat Data Analysis 7th Edition. Pearson Prentice Hall.
Karmila, W. N. A., & Sunia, I. W. (2020). Pengaruh E-Service Quality, Word Of Mouth, Price, dan Promotion terhadap Minat Konsumen Menggunakan Layanan Jasa Go-Jek (Studi Kasus pada Masyarakat Pengguna Go-Jek di Kota Denpasar ). TIERS Information Technology Journal, 10(10), 41–54. http://journal.undiknas.ac.id/index.php/tiers/artic le/view/2480
Lady, L., & Novita, N. (2023). Analysis of The Effect of E-Service Quality on Customer E-Loyalty Through Customer Satisfaction in Using Online Transportation Applications. Management Studies and Entrepreneurship Journal, 4(2), 932–943.
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of Mediation Effect of Consumer Satisfaction on The Effect of Service Quality, Price, and Consumer Trust on Consumer Loyalty. International Journal Of Scientific & Technology Research, 8(8), 421–428. www.ijstr.org
Mashur, R., Gunawan, B. I., Fitriany, Ashoer, M., Hidayat, M., & Aditya, H. P. K. P. (2019). Moving from Traditional to Society 5.0: Case Study by Online Transportation Business Razak. Journal of Distribution Science, 17(9), 93–102. https://doi.org/10.15722/jds.17.0 9.201909.93
Nirawati, L., Safitri, B. A. D., & Ahmad, R. F. (2020). Pengaruh Kemudahan Transaksi dan Kepercayaan Produk terhadap Loyalitas Pelanggan Gojek (Studi pada Mahasiswa Aktif Administrasi Bisnis Upn “Veteran” Jawa Timur). Syntax Idea, 2(9), 594–604. https://dx. doi.org/10.36418/syntax-idea.v2i9.560
Novyantri, R., & Setiawardani, M. (2021). The Effect of E-Service Quality on Customer Loyalty with Customer Satisfaction as A Mediation Variable on Dana’s Digital Wallet (Study on Dana Users). International Journal Administration, Business and Organization (IJABO), 2(3), 49–58. https://ijabo.a3i.or.id
Nurhikma, T., Fauzi, A., Putri, S. C. T., Asmarani, D., & Damayanti, V. (2022). Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan Layanan Transportasi Online (Go-Jek): Kualitas Pelayanan, Harga, dan Kepuasan Konsumen. Jurnal IIlmu Manajemen Terapan, 3(6), 646–656. https://doi.org/10.31933/jimt.v3i6.946
Nurutami, S. S., & Kornita, S. E. (2021). Pengaruh Kepuasan dalam Memoderasi Citra Perusahaan dan Kepercayaan terhadap Loyalitas Pengguna Aplikasi Go-Jek di Kota Pekanbaru. Jurnal Ekonomi KIAT, 32(2), 40–54. https://doi.org/10.25299/kiat.2021.vol3 2(2).8273
Puriwat, W., & Tripopsakul, S. (2017). The Impact of E-Service Quality on Customer Satisfaction and Loyalty in Mobile Banking Usage: Case Study of Thailand. Polish Journal of Management Studies, 15(2), 183–193. https://doi.org/10.17512/pjms.2017.15. 2.17
Putri, D. E., Sinaga, O. S., Agustina, S. S., Silitonga, H. P., & Sudirman, A. (2020). Minat Kunjungan Ulang Pasien yang Ditinjau dari Aspek Persepsi dan Kepercayaan pada Klinik Vita Medistra Pematangsiantar. Inovbiz: Jurnal Inovasi Bisnis 8, 8(1), 41–46. https://doi. org/10.35314/inovbiz.v8i1.1276
Putri, D. E., Sinaga, O. S., Dharma, E., Julyanthry, J., & Sudirman, A. (2022). Meningkatkan Niat Menggunakan Dompet Digital pada Generasi Z dan Milenial dengan Cashback Promotion sebagai Mediator. Jurnal Ilmu Manajemen, 10(4), 1057–1072. https://doi.org/ 10.26740/jim.v10n4.p1057-1072
Rahayu, P. F., & Riana, D. (2020). Pengaruh Persepsi Manfaat, Kualitas Layanan, dan Harga terhadap Kepuasan Pelanggan Transportasi Online (Gojek) pada Mahasiswa/I Fakultas Ekonomi Universitas Tridinanti Palembang. Jurnal Akuntanika, 6(1), 46–54.
Rahman, S., Rika, R., Santoso, P. H., & Setyawan, Onny. (2022). Analisis Pengaruh Persepsi Harga, Kualitas Pelayanan, dan Kepercayaan terhadap Loyalitas Pelanggan pada Transportasi Online (Studi Kasus pada Pengguna Gojek di Pekanbaru). Jurnal BANSI- Jurnal Bisnis Manajemen Akutansi, 2(1), 1–9. https://doi.org/10.58794/bns.v2i1.73
Rezki, M., Sukmawati, L., Elbiansyah, & Riyana, D. (2019). Pengaruh Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan Jasa Transportasi Ojek Online. Jurnal Pendidikan Tata Niaga (JPTN), 4(1), 50–57. https://dx.doi.org/10.31294/ijcit.v4i1.5020
Rivai, A. K., Suneni, & Febrilia, I. (2019). Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Kepuasan Konsumen Pengguna Transportasi Ojek Online Grab. Riset Manajemen Sains Indonesia (JRMSI), 10(1), 204–225. http://doi.org/10.21009/JRMSI
Saputra, W., Rum, G. S., & Joko. P. A. (2020). Online Transportation Workers in Palembang City: Context and Characteristics. IOP Conference Series: Earth and Environmental Science, 451(1), 1–9. https://doi.org/10.1088/1755-1315/451/1/012100
Septiani, R., Handayani, P. W., & Azzahro, F. (2017). An Empirical Examination of Factors Affecting The Behavioral Intention to Use Online Transportation Service: Case Study of Grab. International Conference on Advanced Computer Science and Information Systems, ICACSIS 2017. https://doi.org/10.1109/ICACSIS.2017.8355017
Sianipar, G. J. (2019). Transportasi Ojek Online (Studi pada Pelanggan GrabBike di Kota Medan). Jurnal Manajemen dan Bisnis (JMB), 19, 183–196.
Sinaga, O. S., Putri, D. E., Banjarnahor, A. R., Halim, F., Sudirman, A., Ilmu, T., Sultan, E., & Utara, S. (2020). Mampukah Citra Merek, Fasilitas, dan Kepercayaan Meningkatkan Kepuasan Pengunjung Taman Hewan Kota Pematangsiantar. Inovbiz: Jurnal Inovasi Bisnis, 8(1), 151–157. https://doi.org/10.35314/inovbiz.v8i2.1447
Sudirman, A., Efendi, E., & Harini, S. (2020). Kontribusi Harga dan Kepercayaan Konsumen untuk Membentuk Kepuasan Pengguna Transportasi Berbasis Aplikasi. Journal of Business and Banking, 9(2), 323–335. https://doi.org/10.14414/jbb.v9i2.2078
Sudirman, A., Halim, F., & Pinem, R. J. (2020). Kepercayaan sebagai Pemediasi Dampak Citra Merek dan Harga terhadap Kepuasan Konsumen Gojek. Jurnal Pemasaran Kompetitif, 3(3), 66–76. http://www.openjournal.unpam.ac.id/index.php/JPK
Sudirman, A., Halim, F., Sinaga, O. S., & Marpaung, F. K. (2021). Reflection on Customer Satisfaction Using The Jaket Application in Terms of Aspects of E-Service Quality, Price, and Brand Awareness. Targe: Jurnal Manajemen dan Bisnis, 3(1), 37–48. https://doi.org /10.30812/target.v3i1.1082
Sudirman, A., Sherly, Butarbutar, M., Nababan, S. T., & Puspitasari, D. (2020). Loyalitas Pelanggan Pengguna Gojek Ditinjau dari Aspek Kualitas Pelayanan dan Kepuasan Konsumen. Procuration: Jurnal Ilmiah Manajemen, 8(1), 63–73. https://www.ejournal.p elitaindonesia.ac.id/ojs32/index.php/PROCURATIO/article/view/598
Sukirno, S., Aulawi, H., & Widiawati, K. (2019). E-Service Quality Ojek Online terhadap Customer Retension. IKRA-ITH HUMANIORA: Jurnal Sosial dan Humaniora, 3(1), 30–38. https://journals.upi-yai.ac.id/index.php/ikraith-humaniora/article/view/372
Sutisna, M., & Gaffar, M. R. (2020). Eksplorasi Faktor yang Mempengaruhi Loyalitas Konsumen Ojek Online. Jurnal Sekretaris & Administrasi Bisnis, 4(1), 42-55. https://doi .org/10.31104/jsab.v4i1.164
Welly, Y., Supitriyani, S., Yusnaini, Y., & Sudirman, A. (2020). Factors of Using Non-Cash Payments to The Consumption Level of Students in Pematangsiantar City. Jurnal Bisnis dan Manajemen, 7(1), 61–68. https://doi.org/10.26905/jbm.v7i1.4041
Published
2023-08-25
How to Cite
AUGUSTINAH, Fedianty et al.
Analysis of Factors Influencing The Loyalty of Online Transportation Users in Indonesia.
Ideas: Jurnal Pendidikan, Sosial, dan Budaya, [S.l.], v. 9, n. 3, p. 769-780, aug. 2023.
ISSN 2656-940X.
Available at: <https://jurnal.ideaspublishing.co.id/index.php/ideas/article/view/1364>. Date accessed: 18 sep. 2024.
doi: https://doi.org/10.32884/ideas.v9i3.1364.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
